GARY ERNEST SLATER SR.
Eagle Mountain
Summary
HR consultant and call center leader specializing in enhancing employee relations and workforce morale. Successfully designed compensation packages that significantly improved retention rates while fostering a positive environment and operational efficiency across diverse teams.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Human Resource Consultant
Innovations Plus
06.2020 - 11.2024
- Managed recruitment processes to attract diverse talent for various positions.
- Filed vacant job roles with skilled talent by recruiting and interviewing high-quality candidates.
- Improved retention by designing attractive compensation and benefits packages.
- Addressed skills gaps by designing and implementing targeted training and employee development programs.
- Collaborated with teams to create effective onboarding programs for new hires.
- Took charge of personnel onboarding and new hire training.
- Boosted workforce morale by driving a positive work environment and employee relations.
- Facilitated communication between management and employees during disciplinary actions and dispute resolutions.
- Advised management on employee relations and conflict resolution strategies.
- Ensured full accuracy and compliance while handling personnel records.
- Reviewed and confirmed employee hours for timesheet tracking and payroll processing.
- Maintained HR databases to ensure accurate employee records and reporting.
- Facilitated training sessions for staff on compliance and best practices.
- Created training materials, SOPs, and employee Policies and Procedures.
- Conducted employee surveys to gather feedback on workplace satisfaction.
- Developed HR policies to align with company goals and culture.
- Implemented performance management systems to enhance employee productivity.
- Built a skilled team through training, mentorship, supervision, and performance feedback.
- Maintained and utilized recruiting and interviewing tools to identify strong candidates.
- Advanced organizational goals through effective communication, human resources expertise, and trust-building.
Operational Call Center Manager
Vyaire Medical
04.2014 - 03.2020
- Supervised a team of 28 agents operating in a call center environment to take inbound calls regarding parts and supplies, Critical Care, RDX, and Rentals.
- Drove a 75% boost in customer service quality by training team members.
- Yielded a 45% increase in efficiency by identifying shortfalls and improving processes.
- Monitored and evaluated agent productivity, providing coaching and corrective action to enhance team performance.
- Hired, trained, and prepared agents and supervisors to address customer needs and resolve issues with systems, services, and products.
- Identified issues and recommended enhancements for continuous improvement in call center operations.
- Ensured agent compliance with call center objectives, performance standards, and policies.
Supervisor Prior Authorization Operations
UnitedHealth Group
01.1994 - 09.2012
- Mobilized up to 45 call center agents taking inbound calls regarding healthcare products.
- Supervised daily operations, ensuring adherence to compliance standards and operational policies.
- Managed appeals and grievance team to improve resolution processes and enhance employee satisfaction.
- Conducted performance evaluations to enhance employee development and address needs.
- Provided performance coaching and development to staff including disciplinary actions.
- Trained new employees on policies, procedures, and best practices.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Mediated and resolved employee conflict and investigated claims and complaints.
- Coordinated team schedules to optimize workflow and resource allocation.
- Managed workflow distribution among staff to meet project deadlines effectively.
- Implemented process improvements to enhance operational efficiency and service quality.
- Facilitated communication between departments to support collaborative efforts.
- Monitored the daily statistical performance of each team member.
- Resolved customer complaints promptly, contributing to improved customer satisfaction.
- Resolved product issues, shipping errors, billing errors, and coding errors by collaborating effectively with other departments.
- Researched and resolved escalated issues from customers, vendors, and suppliers.
- Built a robust team by recruiting, screening, and hiring new employees.
- Minimized risk and improved safety by leading safety training and instructions for all employees regarding emergency workplace procedures.
Education
Pharmacy Technician - Pharmacy
Technical Health Career School
Inglewood, CA09-1993
Bachelor of Science - Biology
California State Los Angeles
Los Angeles, CA05-2026
Skills
- HR policy development
- Policy formulation
- HR metrics analysis
- Employee development
- Learning and development
- Succession planning
- Operational efficiency
- Process improvement
- Continuous improvement
- HR project coordination
- Organizational growth
- Team building
- Effective communication
- Customer service
- Creating SOP's
- Recruitment management
- Performance management
- Compliance verification
- Customer relationship management
- Problem solving
- Conflict resolution
- Coaching and mentoring
- Team supervision
- Data analysis
- Training facilitation
- Business administration
- Analytical thinking
- Processes and procedures
- Workflow management
- Training and mentoring
- Process monitoring and improvement
- Priority management
- Goal oriented
- Employee motivation
- Project planning
- Attention to detail
- Staff development
- Operations management
- Professionalism
Personal Information
Title: TOP-PERFORMING CALL CENTER MANAGER
Technologies And Certifications
Workday, Microsoft Office, Powerpoint, Adobe, Access, Certified in Search and Rescue, HIPPA Certified, OSHA & Safety Certified, Pharmacy Technician, Fabrication, Blueprint reading
Certification
- Pharmacy Technician
Timeline
Human Resource Consultant
Innovations Plus
06.2020 - 11.2024
Operational Call Center Manager
Vyaire Medical
04.2014 - 03.2020
Supervisor Prior Authorization Operations
UnitedHealth Group
01.1994 - 09.2012
Pharmacy Technician - Pharmacy
Technical Health Career School
Bachelor of Science - Biology
California State Los Angeles